Horrible customer service and slow responses

I have order a fibre connection on 3 April and paid the router delivery fee immediately to speed up the delivery process. Today is 12 April and I still have NO idea when my router will be delivered and connection established.

The only way to talk to their support is via Whatsapp or web chat. The feedback is EXTREMELY slow, and they or not resolving my query. I have asked numerous times to be called back, but they do not offer this service. I work from home and need to be connected. Extremely dissatisfied with the service.